Benchmarks & Client Cases

Process Efficiency in Service Retail 

The Challenge



• Lack of agility in answering to the market's needs

• Low process efficiency and maturity

Root Causes

• Several organizational changes over the past years

• Manual and non-standard processes

• Management and coordination greatly impacted by geographical dispersion

• Lack of work planning which leads to low optimization of distances travelled by field teams

• 49% of teams with suboptimal span of control

The Solution


• Process design and time studies to identify main improvement opportunities

• Automation of tasks such as price simulation and creation of standard proposals

• Centralization of investment, planning and maintenance functions, with geographical dispersion of operational centre, with the focus being on efficiency, Lead Time and quality

• Resizing of teams to ensure appropriate management and coordination

The Results

The project resulted in a capacity release of $9.4 million, and a CAPEX/OPEX savings of $1 million.

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